[rt-users] Conditional field validation / input?

[Kenneth Marshall]

Hi Damon,

We have been using RT for a while and I think that you can
setup Scrips to do your stage validation at each step along
the way and prevent the ticket from moving to the next stage.

As far as the drop-down type input or input options revealed
when a selection is made, that sounds like it may need AJAX/
Javascript type coding. Maybe you could model it on something
like the E-mail autocompletion setup in the Wiki.

Cheers,
Ken

On Thu, Mar 12, 2009 at 12:55:53PM -0700, Damon Miller wrote:
> Hi all.  I've been an RT user for a short while now and I'm continuing
> to dig deeper as we extend its use.  Thanks to Jesse and team for a
> product which delivers significant flexibility while preserving
> simplicity of use.
> 
> 
> 
> Here's my current question:  Is there an easy way to add logic such that
> certain custom fields are required or made available for use only when
> specific values are set on a particular field?  That's a fairly generic
> question so I'll attempt to illustrate a bit with a scenario or two:
> 
> 
> 
> 1.  As part of an internal business process, we frequently need to work
> with carriers to effect changes to our telephony platform.  I've modeled
> this through several custom fields, but the challenge is that not all
> information is available when the process is initiated.  Thus, only
> certain custom fields can be populated when a ticket is created.
> However, I do want to apply input validation on these values and I'd
> like to require values at the approprate stage.  (The 'stages' are
> modeled through a custom field drop-down.)  If I set validation patterns
> for the custom fields, they all become required when creating a ticket
> through the web interface.  I'm wondering if there is a way to require
> data only when the relevant stage is selected.  Does this make sense?
> 
> 
> 2.  I'd like to expose certain inputs in response to selections made in
> other custom fields.  As an example, consider a support process covering
> 10-15 different products, each with its own set of data required for
> support purposes.  Package A might require a serial number and a version
> whereas Package B might require a processor speed and a power
> consumption value.  One solution is to expose all inputs at all times
> but I'd like to simplify the interface presented to support staff if at
> all possible.  This would ideally happen by exposing only those custom
> fields related to a top-level product selection.
> 
> Another possibility might be to use a separate Queue for each product, I
> suppose, but I don't think this scales particularly well; imagine a
> scenario in which there are a large number of products (and therefore
> Queues).  There are many examples of "conditional dropdowns" in HTML.  I
> just wasn't sure if there was something similar in RT.
> 
> 
> 
> Thanks in advance for any guidance.
> 
> 
> Regards,
> 
> Damon
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